Connections Leading the way in compassion and discovery. October-November 2012 Vol. 10 Issue 7 Corporate Events Staff Forums 13 November, Tuesday 1:30 - 2:30 p.m. Mental Health Services 14 November, Wednesday 1:30 - 2:30 p.m. St. Mary’s of the Lake Hospital 16 November, Friday 10:00 - 11:00 a.m. Providence Manor Accreditation Visit 18-22 November what’s inside Staff United Way Campaign VOCEC Print Shop Sign unveiling marks milestone Chef Michael Smith visit Ethics - All about living our Values 24/7 Access & Response for BSS New maintenance software at PM 1967 nursing grads visit Bell donation Accreditation 2012 Long-Service Awards VP Medical/Academic Programs E n h a n c i n g Qu a lit y o f L i f e for over 150 years www.providencecare.ca Patients continue to give Providence Care top marks for high quality health services NEWS RELEASE: Focusing on the needs and concerns of patients and their families is paying off for Providence Care. Results of recent patient, client and family surveys show high levels of overall satisfaction with the organization’s specialized mental health, complex continuing care, specialized geriatrics and palliative care programs. For the past five years, Providence Care has championed a new approach to person and family-centred care, and engaged staff in dynamic, conversation-based learning sessions. “It is truly an interdisciplinary approach that involves all staff who have contact with patients and clients,” says Barbara Robinson, program educator at Providence Care. “It is about developing a connection that allows for collaboration and shared decision-making. We are partners in care.” The impact of this approach is showing up in feedback from patients and their families, as Providence Care ranks above the Ontario average in every category in the satisfaction surveys. Families whose loved ones were cared for by Providence Care’s palliative care teams at St. Mary’s of the Lake Hospital ranked their satisfaction with the overall quality of care and services at 96.9%. In Complex Continuing Care and Specialized Geriatrics, inpatients scored Providence Care’s services at 90%. The program continues to be ranked as a top performer in patient satisfaction for the past two consecutive surveys. And in inpatient mental health, where there is little comparative data from other similar hospital programs in Ontario, our clients rated the overall quality of care and services at Providence Care at 82% – an almost ten point increase from the previous survey. “Our physicians, staff and managers continue to work hard to evaluate and improve clinical care across our hospital programs,” says Maurio Ruffolo, Vice President of Patient Care and Chief Nursing Executive at Providence Care. “We are committed to serving our patients and clients in a way that demonstrates respect, dignity and compassion. By providing learning opportunities for staff to talk about how to deliver person-centred care, we are empowering each other to do more to focus on the needs, questions and experiences of our patients, clients and their families.”
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C o n n e c t i o n sLeading the way in compassion and discovery.
October-November 2012 Vol. 10 Issue 7
Corporate Events
Staff Forums 13 November, Tuesday 1:30 - 2:30 p.m. Mental Health Services 14 November, Wednesday 1:30 - 2:30 p.m. St. Mary’s of the Lake Hospital
Staff United Way Campaign VOCEC Print Shop Sign unveiling marks milestone Chef Michael Smith visit Ethics - All about living our Values 24/7 Access & Response for BSS New maintenance software at PM 1967 nursing grads visit Bell donation Accreditation 2012 Long-Service Awards VP Medical/Academic Programs
Enhancing Quality of Lifefor over 150 years
www.providencecare.ca
Patients continue to give Providence Care top marks for high quality health servicesNEWS RELEASE: Focusing on the needs and concerns of patients and their families is paying off for Providence Care. Results of recent patient, client and family surveys show high levels of overall satisfaction with the organization’s specialized mental health, complex continuing care, specialized geriatrics and palliative care programs.
For the past five years, Providence Care has championed a new approach to person and family-centred care, and engaged staff in dynamic, conversation-based learning sessions.
“It is truly an interdisciplinary approach that involves all staff who have contact with patients and clients,” says Barbara Robinson, program educator at Providence Care. “It is about developing a connection that allows for collaboration and shared decision-making. We are partners in care.”
The impact of this approach is showing up in feedback from patients and their families, as Providence Care ranks above the Ontario average in every category in the satisfaction surveys.
Families whose loved ones were cared for by Providence Care’s palliative care teams at St. Mary’s of the Lake Hospital ranked their satisfaction with the overall quality of care and services at 96.9%.
In Complex Continuing Care and Specialized Geriatrics, inpatients scored Providence Care’s services at 90%. The program continues to be ranked as a top performer in patient satisfaction for the past two consecutive surveys.
And in inpatient mental health, where there is little comparative data from other similar hospital programs in Ontario, our clients rated the overall quality of care and services at Providence Care at 82% – an almost ten point increase from the previous survey.
“Our physicians, staff and managers continue to work hard to evaluate and improve clinical care across our hospital programs,” says Maurio Ruffolo, Vice President of Patient Care and Chief Nursing Executive at Providence Care. “We are committed to serving our patients and clients in a way that demonstrates respect, dignity and compassion. By providing learning opportunities for staff to talk about how to deliver person-centred care, we are empowering each other to do more to focus on the needs, questions and experiences of our patients, clients and their families.”
Providence Care Connections Oct.-Nov. 2012 Vol. 10 Issue 7
VOCEC Print ServicesSmall print jobs + reasonable prices + fast turnaround = VOCEC (Voices, Opportunities & Choices Employment Club) has added print services to their ever expanding fleet of businesses. VOCEC is a non-profit corporation, established to create and provide employment for consumers of mental health. The corporation is run by a community volunteer Board of Directors responsible for overseeing social enterprise businesses in the Kingston area. VOCEC businesses are located at 525 Montreal Street, the Kingston-Frontenac Public Library and Providence Care Mental Health Services. While your car is receiving the royal treatment at the Hands-On Carwash, you can enjoy a coffee and baked goodies in the Treasure Café, order eco-friendly products through Tree-Free VOCEC and Ecoporium or buy a beautiful hand crafted card at The Card Factory. You can have your garden tended to by Little Green Thumb and skilled manpower are ready to fabricate, package, assemble and ship your products through The Contract Facility.
“VOCEC Print offers reasonable prices and a fast turnaround on small print jobs, both colour and black and white, and on various types and sizes of paper,” states Aileen Calligaris, Affirmative Business Support Worker for the new business. However, that’s not all they offer! From printing to lamination, stapling, collating, folding to graphic design, business and greeting cards and envelopes, VOCEC Print can meet most of your smaller printing needs. Other services include packing and shipping as well as scanning and faxing.
Business Associate, Paul (in photo below), provides creative graphic design services and runs the brand new high quality printer. “Paul is always checking on jobs that have come in and we all pitch in with folding or assembling when required,” says Katelyn Siu, a summer student with VOCEC. Quotes are always supplied first on the cost of a particular job and files can be sent in pdf format. A percentage of the proceeds go to VOCEC.
“We are trying to advertise our services and are starting to see an increase in jobs coming in,” explains Aileen. “For example, we are currently working on a job for the Providence Care Redevelopment Team. VOCEC provides excellent services and products within a competitive market place and our business associates experience the recovery benefits of meaningful employment.”
- Cathy Clark Communications Officer
VOCEC PRINT SERVICES One-time Setup $25.00Labour, per hour (min 3 hrs) $15.00Graphic Design, per hour $15.00
Printing Colour 8.5 x 11, per sheet $ 0.12Colour 8.5 x 14, per sheet $ 0.12Colour 11 x 17, per sheet $ 0.24Black 8.5 x 11, per sheet $ 0.04Black 8.5 x 14, per sheet $ 0.04Black 11 x 17, per sheet $ 0.08
Paper Standard Plain White, per sheet $ 0.02Fancy White, per sheet $ 0.04White Card Stock, per sheet $ 0.07Coloured Card Stock, per sheet $ 0.05
Envelopes Small, each $ 0.03Medium, each $ 0.04Regular, each $ 0.05
Collating & Stapling, per doc. $ 0.02Scoring, per sheet $ 0.02Folding, per sheet $ 0.02Delivery or Shipping $10.00
For additional info and prices on VOCEC Print contact Aileen Calligaris at [email protected]
www.vocec.com
Providence Care Staff United Way Campaign Our Staff United Way Campaign has already exceeded its goal of raising $50,000 with even more fundraising events to take place! The campaign kicked off at our Staff Forums September 10, 11 & 14th. Many fundraising activities have taken place including cake auctions, portugese donut sales, raffles and other events. Many of our staff also choose to donate through payroll deduction each year. Thank you to our staff for their participation and generosity. Watch for the final tally in November’s Connections.
Providence Care Connections Oct.-Nov. 2012 Vol. 10 Issue 7
Milestone celebration!In celebration of our future new hospital, a sign unveiling took place September 14 on the grounds of our Mental Health Services on King Street West. This event marked another milestone in the development process for our new hospital which will bring together the programs and services of our Mental Health Services and St. Mary’s of the Lake Hospital locations. On hand for the unveiling was John Gerretsen, MPP for Kingston and the Islands, our Board Chair, Glen Wood, our President and CEO, Dale Kenney, as well as many other staff and invited guests.
Visit from Celebrity Chef Michael SmithMost people know Celebrity Chef Michael Smith through his TV shows on the Food Network, and through his five (and counting) cookbooks. Chef Michael is also the National Sustainability Advocate for Sodexo. Chef Michael visited St. Mary’s of the Lake Hospital on September 28 and gave an inspirational presentation to staff, patients, clients and the public on the “Sustainability of Cooking from Scratch” and making healthier food choices.
One of the major points he made was that getting out of touch with cooking isn’t just a health issue; it is a social issue too. “Fundamentally, that’s what brought us together. As human beings, it is absolutely hard-wired into our genetic fibre. We gather, we prepare, and we share food. That’s what we do,” Chef Michael said.
“We’ve all been led to believe that food is difficult, but it’s not,” he said. “Here’s the thing: we’re human…and human beings cook.”
“We have huge amounts of food media… yet at the same time we have fewer people than ever before cooking. How do you reconcile that?” asks Chef Michael. More than ever, we consume information about food: cookbooks, blogs, Twitter feeds, websites, magazines, and an entire TV network devoted to food.
“We’re much too obsessed with the gloss and perfection of food media. We need to get back to the basics, back to the kitchen and cook – for our health, the health of our kids and to strengthen our relationships.”
“I’m part of the problem – and I’m part of the solution,” he stated, recognizing his role. But it is his celebrity chef status
that allows him to talk openly about eating healthier and try to get people back into the kitchen. It’s not an easy thing though. “I recognize that I can stand here on my soapbox all day long, throw facts and figures at you, tell funny stories, and you’ll sit here and nod and be entertained. And then you’ll go home and go right back to your ways. I know that,” he said. Chef Michael challenged everyone present to change just one thing, and other things will fall into place. “Really, what I’m asking you to do is just get engaged. In your own way, get engaged. That’s where it has to begin; there isn’t any other first step. Start small – in my house Saturday is pancakes for breakfast and the kids get involved in making them.” That means making the right choices for you and your family – especially for your kids who rely on you for their health. He points to how on his show, Chef at Home, he encourages his son Gabe to try everything. And promises parents it’s not as easy as it looks. “I want to assure you that my son is not a nutritional prodigy. He’s nine years old – I have one word for you – editing,” he said. “But the rule in my
household is that you must try it, at least once.” The bottom line though is that we can all do something to make changes in our “sphere of influence”, and let home cooking make us healthier physically and socially.
In his latest cookbook Fast Flavours, Chef Michael goes back to the basics to inspire people to cook. The book outlines recipes that are just as he claims – fast, flavourful and easy. The cookbook was available for sale and $3 from every book sold went to support our Staff United Way Campaign!
To honor Chef Michael Smith being at Providence Care, the cafeterias at each site featured two of Chef Michael’s own recipes – Spicy Orange-Poached Salmon with Ginger Soy Marmalade and Sweet Potato Chickpea Curry with lightly scented Jasmine Rice and Mixed Green Salad.
- Jessica Herbison Communications Officer
Providence Care Connections Oct.-Nov. 2012 Vol. 10 Issue 7
Ethics – all about Living our ValuesRespect & Dignity Compassion Stewardship
At the heart of all that we do at Providence Care is our Mission of enhancing the quality of life of those we care for and upholding our Values of Respect and Dignity, Compassion, and Stewardship. This is especially true when it comes to ethics in our workplace. In various capacities, we make ethical decisions every day.
Our primary resource in making these decisions is the Health Ethics Guide by the Catholic Health Alliance of Canada. In the Guide ethical decisions are described as, “Judgements of what is right or wrong are ethical or moral decisions. Especially when rights, duties, or values appear to conflict, ethical reflection and discernment can assist everyone concerned.” It goes on to say that, “No source of knowledge pertinent to the issue at hand should be neglected in the making of moral decisions.”
Rev. Dr. Neil Elford, our Director for Spiritual Health, Mission and Ethics says, “When faced with challenging ethical decisions, we at Providence Care always seek out what is best for our clients, patients, residents, staff and the organization. Our aim is to ensure we live our Values in a way that benefits those we care for and our staff.”
Ethics spans four main areas at Providence Care:
ClinicalDecisions around care can be complex. For example, end-of-life care may present challenges of conflicting wishes of a patient or resident and their family members. Providence Care ensures decisions are made in consultation with all involved, with compassion and respect for a person’s dignity and right to make their own choices, if able - in keeping with our Values.
OrganizationalAt Providence Care, we integrate our Values into decision-making, policies
and procedures, and behaviour throughout the organization. In our interactions with each other and with the public, we are committed to conducting our relationships in an ethical manner. Providence Care is committed to providing a safe and respectful environment for our patients/clients/residents, the public and our staff. We pride ourselves on maintaining an image and reputation in keeping with our Values. This ethical approach also carries over into our decisions and relationships with partners and contracted services. What is best for those we care for, our staff, and the organization, as well as alignment of Values play a major factor in those relationships.
GovernanceOur Providence Care Board of Directors ensures that the organization fulfills our responsibilities in a way that upholds our Values.
ResearchAs a leading research centre, Providence Care ensures the research we embark on is in keeping with our Values. It must be in the best interests of those we care for and led by reputable outside sources, who uphold similar values as our own. We ensure participants are treated well, with respect and dignity.
Providence Care is in the process of developing a Communities of Practice for Ethics – where staff will be able to come together in consultation on specific challenging ethical situations. Consultations might involve all members of a multi-disciplinary team, including the public, to ensure all considerations are taken into account.
If you’re interested in learning more about Ethics at Providence Care or have an ethics concern, please contact Rev. Dr. Neil Elford at [email protected].
- Cathy Clark, Communications Officer
Clinical Organizational
Governance Research
ETHICS
Res
pect
Dig
nity
Compassion
Stewardship
24/7 delivered through Providence Care.
Allen Prowse, Providence Care’s VP Quality, Parnerships & Community Programs, says “BSO Connect is about immediate access to an expert geriatric psychiatry nurse, a much needed resource for long-term care homes in our region.”
mentions that the door to their room sticks, a staff member can simply input a work request into MaintenanceCare to have thedoor looked at. The system generates awork ticket notifying the appropriate person/department of the situation. Once dealt with, the ticket is closed. The staff person who inputted the work request can easily check the status of their request at any time. Tickets generated are dealt with according to level of priority. Since March 2011 the new system has generated over 5,600 electronic tickets and 96% have been completed.
Being web-based, the program represents another green initiative by Providence Care. MaintenanceCare has had a positive impact at Providence Manor, for both ourstaff and residents. Future plans include expanding the system to our Mental HealthServices and St. Mary’s of the Lake Hospital locations.
- Cathy Clark, Communications Officer
Providence Care Connections Oct.-Nov. 2012 Vol. 10 Issue 7
“I’m really excited that Providence Manor now has this software,” states DavidSpencer (in photo), Supervisor of PlantMaintenance at Providence Manor for the
past three and a half years. “Not many Homes have this particular technology and for Providence Care it is brand new.” David is referring to a
Computerized Maintenance Management System (CMMS), called MaintenanceCare, that was introduced at Providence Manor in March 2011. The program has proven so successful that it is being expanded to housekeeping and laundry at the Home. “The benefits have been many,” says David, “it has not only improved our
efficiency but also the quality of our Home for our residents.”
On a regular predetermined schedule, MaintenanceCare generates electronic tickets (work orders) with instructions on facilities maintenance work that needs tobe done. In this way it maintains all preventive facilities maintenance programs throughout the Manor to ensure a safe and secure environment for our residents. It also ensures that the Home has completed the necessary facility tasks required by government legislation under the Long-Term Care Act. David and his staff monitor the tickets generated and see to the completion of any necessary work. They input any comments and close off tickets as they are dealt with.
All staff at the Manor have the option to access MaintenanceCare and, being very user-friendly, the system has been well received by staff. For example, if a resident
MaintenanceCare – making a difference at Providence Manor
Celebrating their 45th anniversary, members of the 1967 Graduating Class of the Ontario Hospital School of Nursing
1967 nursing grads visit
Graduating Class 1967Ontario Hospital
visited our Mental Health Services location October 3. They enjoyed seeing the many changes to the facility and reminiscing about their time as nursing students. They also toured the grounds, posing for photos in front of Leahurst, a nurses residence in the mid 1900’s. The group visited our facility as part of reunion activities.
Thank you to Krystal Mack, Program Manager, Adult Treatment & Rehab andDan Anderson, RPN, for arranging and leading the group on a brief tour of Mental Health Services and surrounding buildings. Thanks also to Alison Browne in Archives and Jessica
Herbison, Communications Officer for Redevelopment, for their assistance in developing displays for the group.
SELHIN launches 24/7 access & response to BSSBehavioural Supports Ontario (BSO) Connect will provide a centralized access number on a 24/7 basis to Behavioural Support Services (BSS) in the South East. Calls from long-term care will be directed to the appropriate BSS office where they will be triaged and staff deployed dependent on the service required. A “Who
to Call” algorithm has been developed to guide long-term care staff in their decision making. This will be the first BSO 24/7 access and response to services in Ontario.
BSO Connect goes beyond its centralized intake role with active referrals and linkages, relying on mobile teams available
Providence Care Connections Oct.-Nov. 2012 Vol. 10 Issue 7
On-site surveyor visit: November 18-22What you need to know ...
Four Accreditation Canada surveyorswill be visiting Providence Care to evaluate us against national standards of excellence in relation to: patient/client/resident programs and
services medication management infection prevention and control diagnostic imaging laboratory services and point of care
testing blood bank and transfusion services governance and leadership, including: values and ethics work environment and emergency preparedness patient/client/resident and staff safety
quality improvement and risk management planning and service design resource allocation and infrastructure medical devices and equipment human resources and education information management patient/client/resident flow
The surveyors will use the ‘tracer’ process, which includes activities such as speaking with patients/clients/residents, families, physicians, and staff; reviewing documents (e.g. patient/client/resident charts, policies); and direct observation of practices and processes (e.g. patient care, hand-washing, medications). More details about the tracer process will be communicated in future Accreditation 2012 Bulletins.
This is a good opportunity to highlight all the good work you do. If a surveyor asks, please share examples of the accomplishments in your area of work and throughout Providence Care.
Don’t worry if you don’t know all the answers to a surveyor’s questions. It is okay to say “I don’t know”, but you should also let the surveyor know where to look for the answer (e.g. in a policy), or who you would ask.
For a successful accreditation, it is important for staff, physicians, patients/ clients/residents, families and volunteers to know when the on-site surveyor visit is taking place and how they might be involved.
Bell Let’s Talk Community Fund awarded $33,500 to Providence Care to support our Community Connections Recovery Program and the Hope and Discovery Artisans.
Providence Care’s Community Connections Recovery Program supports our clients along their path to recovery and creates opportunities to learn skills and coping strategies necessary for successful community living.
One such opportunity is the Hope and Discovery Artisans Group (in photo) which encourages participation in the arts through workshops, shows and art sales. Members of this group learn skills that help them promote and sell their products in the community providing hope, motivation and inclusion. The support of the Bell Let’s Talk Community Fund will allow us to increase participation and engage professional artists
to work with the artisans. Creative projects developed will be based on the themes of access to health care, community inclusion and stigma reduction in our community. The resulting artwork will be showcased during a 10-day public arts festival during Mental Health Awareness week, October 2013. Providence Care has had a long standing partnership with Voices, Opportunities
Community Connections Art Project A Healthy Community Includes Us All
& Choices Employment Club (VOCEC) which provides employment opportunities for our clients. Gainful employment for those recovering from mental illness is an important part of a successful transition into the community and builds much needed self-esteem. All of the print, marketing, advertising and food for the arts festival will be contracted to VOCEC to provide even more opportunities for those living with mental illness in our community.
Providence Care Connections Oct.-Nov. 2012 Vol. 10 Issue 7
Celebrating our long-service employees!Congratulations! Thank you for living our Mission each day!
Published by: Providence Care Communications Dept. Deadline for next issue: Nov. 15 Editor: Cathy Clark, 613-548-5567, ext. 5995 Send to: [email protected]
WORDS OF APPRECIATION
From a family member of a resident of Providence Manor: “I want to commend the staff for their support and care. They are all absolutely amazing. You are doing a wonderful job. Thank you. It means a lot.”
From a client of St. Mary’s of the Lake Hospital, Specialized Geriatrics program: “An amazing collaboration of expert professionals at every level who treated us at all times, with care and consideration, even affection, made our visits interesting, helpful and very satisfactory.”
From a family member of a client of Mental Health Services, Dual Diagnosis Consultation Outreach Team:
“I can’t thank you enough for your speedy response and list of resources. Many, many thanks.”
BUILDING...
HOSPITAL
PROVIDENCE CARE HOSPITAL: Bringing together the programs and services of St. Mary’s of the Lake Hospital and Mental Health Services in one new hospital located at 752 King Street West in Kingston.
Get the latest news at:http://providencecareredevelopment.wordpress.com/
Providence Care Connections Oct.-Nov. 2012 Vol. 10 Issue 6
Providence Care is pleased to announce the appointment of Dr. Ruth Wilson as Vice President, Medical and Academic Programs. Ruth is a values-based leader who will provide senior leadership and oversight for all medical functions, and for ensuring excellence in the delivery of our academic programs.
In her role as Vice President, Medical and Academic Programs, she will be responsible to the President & CEO for ensuring that quality medical services are managed effectively and are consistent with the corporate strategic and operational priorities.
Dr. Wilson is currently the Associate Director of Health Policy at the College of Family Physicians of Canada and outgoing Chair of the Canadian Medical Forum, a roundtable of CEOs and presidents of Canada’s major medical organizations. She is a practicing family physician and educator. A professor of family medicine at Queen’s University, she was Chair of the department for ten years. From 2001-2004, she served as Chair of the Ontario Family Health Network, a provincial government agency created to implement primary care reform in Ontario. This effort laid the groundwork for the widespread primary care models in Ontario including Family Health Teams.
Her practice as a family physician includes eleven years in remote communities in Canada, and twenty-three years in Kingston, Ontario, where she includes obstetrics in her practice. Her international experience includes helping establish family medicine in the immediate post-conflict situation in Bosnia-Herzegovina.Wilson’s research interests are in women’s health, aboriginal health, and the lessons from these areas that affect the determinants of health. She has just completed six years of service
as a member of the National Drug Scheduling Advisory Committee; she was Chair for the past three years. She is the current Chair of the Institute for Safe Medication Practice (Canada).
Dr. Wilson is the recipient of a Canada 125 Medal. In May 2002, Wilson received an honorary Doctor of Laws from Thompson Rivers University. In 2010 Wilson was named one of two 5 Star Doctors by WONCA, the World Organization of Family Doctors. In 2010 she was named one of Canada’s Top 100 Most Powerful Women.
On joining Providence Care, Dr. Wilson says, “I’m looking forward to this new role working with physicians and medical departments to further advance the high quality of medical care already provided at Providence Care. As a family physician I’m particularly interested in the transitions between home, institution, and community, aiming to make those moves safe and convenient for patients and families.”
We are delighted that Ruth has joined the Providence Care team and we welcome her to the organization.
ANNOUNCEMENT: New VP, Medical & Academic Programs - Dr. Ruth Wilson
